A recent webinar called Contact Centre of the Future, which was organized by the British Call Centre Helper specialized website, attempted to answer this question. And the experts came up with the following predictions:
More frequent changes of communication channels
With increasing frequency customers will use different channels for various requests. Contact centers should therefore offer the greatest possible selection of communication channels.
More frequent use of social media
Social networks will be used routinely to arrange telephone calls as well as to handle problems directly. Increased popularity will also be enjoyed by online chat, using Skype as a combination of a phone and chat as well as sharing the screen with customers. Email, however, will be used less.
Unifying performance indicators across channels
The indicators of center performance and customer satisfaction will need to be linked across all channels that customers use.
Integration of mobile applications
Along with mobile applications comes a new model of providing customer care, as it will evolve towards assisted services (voice, email, chat, etc.). It will be possible to automate some basic customer requests and contact centers will be able to shift from being reactive to being more proactive.
Customers will help each other out more frequently
Customers will communicate together more often and they will share their opinions and ideas. Those who come up with interesting solutions should not be ignored by the company. They will start getting small rewards.
Virtual contact centers
Customer centers that successfully transform into virtual centers are better able to retain their customers and employees. The number of employees working remotely as well as the number of self-service facilities will grow. Selecting the right systems and trainings will be important.
Call quality management
High-quality software for contact centers will include systems that analyze call quality. For example, using key words it will be possible to monitor trends in the contacting of customers or to quickly evaluate positive and negative responses.
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